Help desks may look different from one organization to the next, but the value they bring remains constant. Whether serving internal employees or acting as a technical support headquarters, help desks can be a key differentiator between a positive and negative customer experience.
Modern help desks transform the customer experience
Typical help desk workflow
Help desk workflows can vary based on a variety of factors, such as the software used, a team’s structure, and a customer’s individual preferences. But with the help of Zoom’s contact center solution, here’s how you can optimize the common help desk workflow:
One way to think about a help desk is to consider where you might go for a technical issue at work. Perhaps you need help upgrading your computer’s operating system. Or, you’re having issues with a business app and need to contact the company for help. While both of these examples fit under a general “customer service” umbrella, it’s the help desk agent who is responsible for helping you.
Help desks may serve customers internal to a business, such as employees and contractors, while overseeing technical issues related to hardware, software, and network usage. They can also have external customers when providing technical assistance or support. Regardless of whom they serve, help desk agents and supervisors typically respond to what’s known as incident management issues, but it’s not uncommon for them to also act as service desks and provide customer support that goes beyond break-fix requests.
Sometimes, a help desk is a catch-all for internal and external customer technical support, or it can play a role in a larger customer service department. Because help desks can impact a business’s Net Promoter Score (NPS) and customer satisfaction score (CSAT), it’s not uncommon for customer support teams to use help desk software to track performance metrics related to customer satisfaction and customer experience (CX).
Traditionally speaking, help desks are similar to call centers in that they are a way for customers to request support or seek help with a problem. But call centers differ from help desks for a few reasons. First, they are typically less technical and address overall customer service-type queries for things like product questions, processing returns, and facilitating sales. Second, with call centers, customers are limited to connecting with agents via telephone support only.
Help desks, on the other hand, provide more technical or IT-related support and assist with tasks such as resetting passwords, ordering or setting up new computer hardware, troubleshooting technology, or responding to major network issues. Depending on the communications platform and help desk software that a business chooses, customers can request support via multiple channels (phone, web chat, SMS, or email) and aren’t just limited to voice, like in a call center.
Both help desks and call centers bring tremendous value to an organization, as they can be the first point of contact between a business and its customers, and make or break a positive customer experience.
Basic help desk software includes a POC, or point of contact, to receive customer queries, and a ticket management system to organize, track, process, and route tickets for faster resolution. Other basic features of help desk software include:
- an aggregation tool to collect queries for knowledge-base articles
- forums for accessing information such as FAQs or community-answered topics
- dashboards for easy reporting and measurement
- analytics to measure agent performance, productivity, and customer satisfaction metrics
Zoom Contact Center for help desks
Every touchpoint in your customers’ journey is an opportunity to make a lasting impact. Discover how Zoom’s CCaaS solution can help your IT help desk teams uncover new efficiencies, reduce costs, and transform your customer experience.